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May 2020

Delivery Services During COVID-19

10 Ways to Optimize Your Delivery Services for COVID-19

By | Business Improvement, Business Sustainability, Customer Service, Employee Management, Remote Support Services, Remote Work, The IU Way, Virtual Assistant, Virtual Assistant Support | No Comments

COVID-19 has shaken up the whole world and placed a strain on quite a few industries, especially delivery companies. You must be wondering how you can quickly adapt and capitalize on this opportunity.

Logistics and operations can be very well managed remotely. You just need good collaboration tools, an up-to-date database, and a skeletal staff on site who can take care of the actual packaging and dispatch. Let’s discuss this in more detail. What would you need?

We have listed 10 different ways you can keep supplying all your customers and maintain as much normalcy as possible.

1. Display Social Responsibility

Ensure that your in-house operations have preventative systems in place and all your employees have protective equipment. Your business runs because of your employees, so taking care of them will only help your own bottom line. An added bonus—your customers will have greater confidence that they will be receiving non-contaminated products. That will give you an immediate edge over your competition during the COVID-19 pandemic.

2. Minimum Contact Delivery

This must be one of the first things that you should take care of in light of this global pandemic. Your customers should not feel like they are putting themselves at risk while receiving packages. Introduce curbside delivery with a notification so the customer can pick it up before someone else does. Minimum contact delivery is the way to go, both for your customers and to keep your employees safe.

3. Adjust the Packaging

Something as simple as multi-layered packaging can boost customer trust in your business’ hygiene standards. Add an outer layer of packaging that can be easily discarded by your customers before taking the items inside their houses. Make your customers’ lives easier and reap the benefits in the form of greater sales despite COVID-19.

Optimizing Delivery Services During COVID-19

4. Easier Online Payment Methods

Expand your online, no-contact payment mechanism to include more methods, especially allowing for local preferences. If you only stick to bank transfers and credit card payments, you may lose out on a considerable chunk of your target market.

5. Good Collaboration Tools

Get better worker collaboration and communication tools so you can get in touch with your workers from anywhere, at any time during business hours. Audio and video conferencing tools like Zoom and UberConference, chat software like Slack and Skype, mobile collaboration tools like Telegram, and project management tools like Trello are all free for you to try out with your team and judge their utility yourself. You don’t even need to issue company headsets for business lines. Invest in a good-quality VoIP like RingCentral and get softphones that your employees can use from anywhere, just as long as they have a stable and good Internet connection.

6. Redirect Your Workforce

Move your in-store team towards managing online sales, taking orders through social media, and promoting your business to their personal networks. The faster and more efficiently you can handle online sales, the better it is for your bottom line.

7. Change Hiring Practices

Hire workers who are experienced at remotely handling tasks. That way they can handle your delivery operations from anywhere in the world. The most important point in favor of this approach is that these remote workers have experience in productively doing their jobs in a remote setting. Trying to permanently move an in-house employee towards remote work may not be as effective or accomplished as quickly.

8. Effective Logistics Team

Your business must have an effective logistics team that ensures your inventory records are up to date and your customer support and sales team get quick responses from the warehouses. You don’t need to keep this team on-site. Rather, pare down your on-site team to the bare minimum needed to package and deliver the products and move everyone else to remote work.

9. Faster Customer Support Response

The speed of your customer service team’s response is crucially important for retaining customers. Social distancing is allowing your customers more time to pick and choose which businesses they want to patronize. You are also competing with all other online businesses for your customers. Hence, you want to respond as fast as possible with order confirmation, tracking information, answers to customer questions, and troubleshooting advice.

Look into partnering with a 24 hour call center or after-hours call center to achieve this goal without going through the hassle of recruiting, managing, and monitoring the agents yourself.

10. Better Tracking Mechanism

With the majority of your customers stuck at home and most delivery services bogged down by extra orders and insufficient staff during the COVID-19 pandemic, customers are even more interested in real-time tracking of their orders. If you don’t have an efficient system in place already, remedy that oversight immediately. Track your delivery trucks and plan routes more efficiently, to be able to handle and deliver as many orders as quickly as possible.

Even if the delivery cannot be faster or is unavoidably delayed due to quarantine or lockdown rules, keeping customers informed keeps them satisfied.

Conclusion

These strategies will lower your overhead costs and make your business more competitive despite the COVID-19 pandemic. Switching some of your office jobs to remote roles will directly decrease business expenses, improving your bottom line. Your business will be able to survive and even flourish in tough economic times. Do not waste your time. Look into how these tips apply to your business and make the changes necessary before you are mired down by new problems created by deficiencies in your systems.

Why do you need honest customer service?

Why Should You Have Honest Customer Service?

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Employee Management, Entrepreneurship, IdeasUnlimited US Remote Workers, Receptionist Service, Remote Work, The IU Way, Virtual Assistant | No Comments

Why do most companies keep customers in the dark until the issue can be resolved?

They don’t want to have to tell the customer that there is anything wrong and to acknowledge their mistake. Often, the problem might not even be any mistake but an accident caused by uncontrollable events, but customer service representatives are hesitant to disclose the real issue behind the scenes for fear of being held liable for it later on.

Backed by our 9+ years of experience in operating a customer care center, we are here to tell you that honest customer service is the only way to go for operating a sustainable business.

Why Customers Dislike Being Left Out of the Loop

Customer dislike being kept in the dark for these two major reasons:

  1. 1. It makes the customers feel frustrated that they do not have the full picture of what is going on and it makes them feel that you as a company do not care about your clients.
  2. 2. Customers cannot manage their expectations because they literally have no idea what to expect.

Why You Should Tell Customers the Truth, Even When It’s Bad

It is a natural impulse to hide bad news for as long as possible but we’re here to tell you that being honest with your customers would be a better business decision. Here is why:

  1. 1. Being honest will generate trust between your company and your customer. Doing otherwise will not create long term value for your business. If you are straightforward and clear in your dealings as a company, it is only natural that honest and trustworthy people will in turn be attracted to your business. Like follows like.
  2. 2. Customers are intelligent. They understand that problems do arise. They can handle bad news and do not even mind if it is handled correctly. They’re more interested in what you’re doing to fix the issue. They just want some reassurance that something is being done to rectify the situation in an expected timeframe.
  3. 3. If clients are happy with the customer service they are receiving, they’ll return more and more. A successful business depends more on return customers than new ones.

Why Valuing Honest Customer Service is a Good Business Idea

Having a strong customer service center which becomes known for its honesty and integrity can be a huge asset that can catapult your popularity. Customers are more willing to try out a new company if they hear that they are willing to go above and beyond for their customers. They are likelier to reward a company who they hear are honest. It makes the customer realize there are actual human beings behind the screen who care about you as another human being and want to solve your issue.

Another advantage of this is the goodwill this develops between the customers and your employees. Your employees will be content in a place they know upholds good moral values and will be proud to be working there.

Honest customer service

How Can You Become a Company with Honest Customer Service?

How can you uphold these values without altruistically running your business into the ground?

What you need to do when defining your expertise/ services is to be as detailed as possible in favor of exactly defining what it is you are offering. This shows that you value time and clarity of thought. It will also make it easier for customers to be able to find you from amongst the hundreds of other companies.

If the customer has been inconvenienced, you should be transparent and ask them how to make it up to them. You can give options like giving refunds, gift cards or coupons and let them decide.

One major deterrent to opting for a dishonest approach to handling customers is that anything you do will always remain online for everyone to see. Be they reviews or internal communications with your employees, you should know anything done on the internet remains on the internet. An ethical company would have nothing to fear from a disgruntled employee or irritated customer.

Things to Avoid:

Using vague language which is extremely generic will give the impression that you are brushing off your customers by using popular jargon without putting much thought into what you are saying.

People will have pre-established notions of your company if they have already been exposed to negative reviews pertaining to your reputation as untrustworthy or fraudulent. They could have heard it from other people or read it online, it doesn’t matter. It shows a history of behavior and customers are less likely to give such a company a chance.

Lying has another negative drawback. It can always circle back, and the actual truth can be revealed. Even if you think you got away with it in the initial situation, if a customer later realizes they have been lied to, there is a chance that they get angry enough to take their business elsewhere.

At the end of the day, there will be no business if there are no customers, so it is simply good business sense to make their satisfaction your priority. So, what are you waiting for? Get expert customer service center support today in order to avoid these pitfalls and build a sustainable brand.